Marriott has cancelled the Platinum Waiver for cancellations
Nov 5, 2018, 12:22 pm
#1
Original Poster
Join Date: Aug 2018
Programs: Marriott Platinum Premier
Posts: 6
Marriott has cancelled the Platinum Waiver for cancellations
Not only has Marriott destroyed all facets of their customer service call center, I just learned that they will NO LONGER offer waivers for Platinum Premiers who need to cancel rooms. My reservation is for tomorrow and they said they would charge me for the cancellation.
I am in the process of getting a Hilton status match (after 18 years of Marriott Platinum) and am doing something about this.
They have, simply, screwed up all of their customer service. They used to be so good! Now they suck.
I am in the process of getting a Hilton status match (after 18 years of Marriott Platinum) and am doing something about this.
They have, simply, screwed up all of their customer service. They used to be so good! Now they suck.
Nov 5, 2018, 12:24 pm
#2
Join Date: Nov 2016
Location: Hartford, CT
Programs: Marriott LTS
Posts: 195
Not only has Marriott destroyed all facets of their customer service call center, I just learned that they will NO LONGER offer waivers for Platinum Premiers who need to cancel rooms. My reservation is for tomorrow and they said they would charge me for the cancellation.
I am in the process of getting a Hilton status match (after 18 years of Marriott Platinum) and am doing something about this.
They have, simply, screwed up all of their customer service. They used to be so good! Now they suck.
I am in the process of getting a Hilton status match (after 18 years of Marriott Platinum) and am doing something about this.
They have, simply, screwed up all of their customer service. They used to be so good! Now they suck.
Nov 5, 2018, 12:29 pm
#3
Join Date: Sep 2006
Location: DEN
Programs: MR PP, UA Silver, SW A-List, HH Diamond
Posts: 345
Was there ever actually a PP waiver? I thought sometimes hotels would allow for late cancellations, but at their discretion... I've done it and it was nice to have the platinum reservation line actually negotiate that with the hotel sometimes. But never expected it as guaranteed.
Now another big problem is the 3 day cancellation window that a lot of hotels are moving/have moved to. Fine if on a work trip as I will be reimbursed if issues with travel pop up. Personal travel - moving it more and more away from marriott.
Does Hilton Diamond mean you get cancellation fees waived? That's easy to get with the Aspire Card which I am planning to get by years end to maximize the per calendar year airline credit.
Now another big problem is the 3 day cancellation window that a lot of hotels are moving/have moved to. Fine if on a work trip as I will be reimbursed if issues with travel pop up. Personal travel - moving it more and more away from marriott.
Does Hilton Diamond mean you get cancellation fees waived? That's easy to get with the Aspire Card which I am planning to get by years end to maximize the per calendar year airline credit.
Nov 5, 2018, 1:03 pm
#4
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,405
Hyatt gives Globs additional time to cancel most reservations that aren't nonrefundable.
Nov 5, 2018, 7:00 pm
#5
Join Date: May 2004
Location: Seattle
Programs: Marriott Ambassador LT Titanium, Hyatt Globalist, United LT Silver
Posts: 1,085
Was there ever actually a PP waiver? I thought sometimes hotels would allow for late cancellations, but at their discretion... I've done it and it was nice to have the platinum reservation line actually negotiate that with the hotel sometimes. But never expected it as guaranteed..
Nov 5, 2018, 8:40 pm
#7
Join Date: Apr 2017
Programs: Bonvoy ambassador - lifetime plat / Hilton diamond / hyatt globalist / AA CK baby!
Posts: 882
the rules say it isnt allowed - but if you have status they will make exceptions as a courtesy. One time I booked at property 'x' that had a similar name to property 'y' that was all the way across the city - another time my travel plans got changed because of a hurricane headed for town. ETC. All on pre-paid 'non refundable' bookings.
Nov 5, 2018, 10:47 pm
#9
Join Date: Sep 2017
Posts: 575
I do this all the time. Normally I book a hotel in the morning to stay at and sometimes my schedule changes for work. Today I booked a hotel at 11am. I called my ambassador at 7pm and told her I had to cancel. No questions asked. I think though that is a huge luxury to have with ambassador status.
Nov 6, 2018, 6:12 am
#10
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
It is also a part of most major corporate contracts. Those typically include "day of"" cancellations at a reasonable hour.
It is one of those things which chains monitor closely as it has a substantial cost at properties which are unlikely to resell the room but a substantial benefit at properties which have a high demand by walk-up customers and can resell the room at closer to rack rate prices.
It is one of those things which chains monitor closely as it has a substantial cost at properties which are unlikely to resell the room but a substantial benefit at properties which have a high demand by walk-up customers and can resell the room at closer to rack rate prices.
Nov 6, 2018, 11:40 am
#12
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
Not only has Marriott destroyed all facets of their customer service call center, I just learned that they will NO LONGER offer waivers for Platinum Premiers who need to cancel rooms. My reservation is for tomorrow and they said they would charge me for the cancellation.
I am in the process of getting a Hilton status match (after 18 years of Marriott Platinum) and am doing something about this.
They have, simply, screwed up all of their customer service. They used to be so good! Now they suck.
I am in the process of getting a Hilton status match (after 18 years of Marriott Platinum) and am doing something about this.
They have, simply, screwed up all of their customer service. They used to be so good! Now they suck.
I can see (and have done this) getting confused between benefits of different programs and especially now that MPG has shuffled the cards greatly and many things are different from what we've been used to. Fortunately, there are still other programs to pick up and if they work better (or not) for you, make the jump and don't look back. Your departure will have zero effect on MR.
Nov 6, 2018, 12:40 pm
#13
Original Member
Join Date: May 1998
Location: CT/NY
Programs: UA 1K/1MM, AA EXP, Marriott LT Titanium, Hyatt Globalist, IHG Plat Amb
Posts: 6,020
Any cancellation waiver is strictly done as a courtesy. Typically the agent needs to call the property to verity whether exception can be made, which in my case they have done so many times as a courtesy
FWIW, Hilton would charge OP as well, so grass is not greener on the other side.
FWIW, Hilton would charge OP as well, so grass is not greener on the other side.
Nov 18, 2018, 11:11 pm
#14
Join Date: Sep 2017
Posts: 575
Had a long conversation with my ambassador today. I called in to make sure I wasn't going to get charged for a stay that I had to cancel after the 3 day cancellation window.
My ambassador told me as long as I cancel before 3pm on the day of my reservation I will not be charged. I then asked her if I can cancel online or I have to call her. She said all I have to do is cancel online and if I have any issues just to give her a call? I then asked her again if she can double check to see if I am going to be charged for the stay and she said I was not!
This can't be right! I read these post's every single day on flyertalk and nobody has brought this up!
My ambassador told me as long as I cancel before 3pm on the day of my reservation I will not be charged. I then asked her if I can cancel online or I have to call her. She said all I have to do is cancel online and if I have any issues just to give her a call? I then asked her again if she can double check to see if I am going to be charged for the stay and she said I was not!
This can't be right! I read these post's every single day on flyertalk and nobody has brought this up!
Nov 19, 2018, 4:55 am
#15
Suspended
Join Date: Jul 2001
Location: Watchlisted by the prejudiced, en route to purgatory
Programs: Just Say No to Fleecing and Blacklisting
Posts: 102,095
Given how much worse Marriott has been making hotel cancellation terms for customers on average, giving better cancellation terms to elite status customers would be nice. But Marriott and its hotels have gotten extra-greedy in this environment, and customers are the casualty.